Title: eWindow Asia Product Support (Contract)
Location: SG-Singapore
Manage day-to-day operations and support teams globally for eWindow as well as be the primary point of contact for any operational or support issues. Implement and monitor best practices for day-to-day training. Ensure that the training programs, issue and resolution processes, and daily operations procedures are fully implemented. Work with regional eWindow teams to set up new launches for eWindow.
Ensure Product Support and Operation positions are giving highest levels of support. Provide support to regional support teams as needed. This position will be responsible for measuring the quality and training the support positions.
This position will report directly to the Senior Director - eWindow. This position will also have dotted line reporting from Regional Support and Operations.
* Set standards and create the measures needed to manage operations of eWindow daily procedures. Ensure that all regions are following the standards set in place. Monitor the performance of each region with these standards. Make sure all documentation is up-to-date and available for all regions. Provide progress reports to team and other individuals.
* To work with Senior Product Manager to set standards of training programs. To implement and measure progress of these programs for all responsible for eWindow training. Provide progress reports to team and other individuals. Create a qualification program for all internal users of eWindow - both in eWindow team and editorially.
* To ensure demo and test environments are available, instruments are properly configured and user IDs are created for launch. To help the Regional Manager coordinate resources and set the timeline and monitor schedule and ensure critical path items are met. Attend all launches and assist regional teams where needed.
* Assist all eWindow offices when the need arises.
* Be the project leader and liaise with internal groups on all operational projects including updating CRM tools, unifying processes, refining user lists in Oracle Sales Database, and any other new projects that come up.
* Undergraduate degree from recognized University.
* 3 years experience working with external customer support and environment. Has worked with complex software or trading exchange software
* Sound knowledge of the Platts price assessment and formation business. Ability to communicate with Editors and Quantitative Analysts and to be able to collaborate on the development of new products and resolution of customer issues.
* Proven track record of providing technical and operational support to a user community in a complex environment. Ability to work with a diverse user community dispersed over a wide geography.
* Training experience across many types of groups and in many different scenarios. Ability to assess type of training - level of detail, scenarios to put together, duration, etc - on the fly. Experience with training those who will be training as well.
* Excellent written and verbal communications skills and customer focused mind-set. Ability to present and demonstrate capabilities to a cross section of groups and sizes. A consensus builder, willing to work with sometimes conflicting interests to find solutions to problems.
* Moderate travel is required.
Job Type: Customer Service
